Shift Supervisor in Manchester

Overview

As a Shift Supervisor at Sonder, you will lead our onsite Support Centre, ensuring high‑quality Member Support delivery and effective management of critical incidents. You will provide hands‑on leadership to Care Specialists through coaching, mentoring, and real‑time support, enabling the team to perform confidently in both routine and high‑pressure situations. You will work closely with cross‑functional teams to prioritise competing demands, make sound operational decisions. This role supports a 24/7 operation and is primarily scheduled across seven days a week within core operational hours of 7:00am to 11:30pm on a rotating roster basis. From time to time, flexibility will be required to support shifts outside these hours.

Responsibilities

• Lead and supervise the delivery of Active Support to Sonder members, ensuring the Support Centre is fully prepared to respond to their needs.

• Mentor, coach, and guide Care Specialists to drive professional development and team performance.

• Respond decisively to high‑pressure and emergency situations, maintaining control and ensuring timely resolution.

• Manage multiple responsibilities simultaneously, meeting strict timelines while staying calm under pressure.

• Collaborate with the Nurse Team Lead and other departments to maintain seamless operations.

• Work within a rotating 24/7 shift roster (including nights, weekends, and public holidays) to ensure continuous service delivery.

• Apply critical thinking and sound judgment when assessing and managing complex incidents.

• Foster a positive, collaborative team culture that reflects Sonder\’s values.

• Ensure all support is delivered in line with operational policies, procedures, and compliance requirements.

Qualifications

• The ideal candidate has a growth mindset and is passionate, self‑motivated, and takes pride in producing high‑quality work every day.

• Bring previous experience in problem‑solving and management roles, with a track record of success in complex or high‑pressure situations.

• Have experience in operations centre environments or similar fast‑paced settings (desirable).

• Demonstrate strong leadership, coaching, and mentoring skills to develop and motivate your team.

• Remain calm, decisive, and effective when managing emergencies or multiple competing priorities.

• Apply critical thinking and sound decision‑making while upholding Sonder\’s values and behavioural standards.

• Foster teamwork, create a positive culture of success, and manage conflicts responsibly.

• Align actions with Sonder\’s strategic goals and adapt to evolving circumstances.

• Communicate clearly and concisely, showing high levels of empathy, emotional intelligence, and cultural sensitivity.

• Be flexible and committed to working within a rotating 24/7 shift roster.

Company Overview

At Sonder, we believe that every person deserves to feel safe, supported, and empowered to be at their best – wherever they are. That\’s why we\’re redefining workplace health, safety, and wellbeing through a seamless blend of technology and human expertise. Sonder\’s mobile platform provides 24/7, real‑time support from a dedicated team of safety, medical, and mental health professionals – ensuring that our members receive immediate care when they need it most. In critical situations, we go beyond digital support, offering on‑the‑ground assistance to manage time‑sensitive incidents. By harnessing real‑time insights, we enable organisations to take proactive steps toward a healthier, safer future, leading directly to tangible bottom‑line business outcomes.

Impact and Scale

• 1,000,000+ members across multiple countries

• 200+ team members, plus an extensive network of on‑the‑ground responders

Benefits

• 25 days annual leave plus public holidays

• Employees and families get free access to the Sonder app with 24/7 support.

• Paid parental leave: 12 weeks for Primary Carers and 4 weeks for Secondary Carers, with return‑to‑work at 80% for the first 3 months at full pay.

• £500 annual contribution as part of your development plan + 2 days of study leave.

• Employee Share Option Plan (ESOP) – share in Sonder\’s success.

• Access £125 annually to fund your wellbeing, empowering you to choose the support that best fits your needs.

• Volunteer leave: 2 days per year to participate in meaningful causes and contribute back to the community.

Equal Opportunity Statement

We are committed to fostering a workplace that reflects the rich diversity of the communities we serve. We encourage applications from people of all ages, abilities, cultural backgrounds, gender identities, sexual orientations, and religious beliefs. We are an equal‑opportunity employer and all hiring decisions are based on merit, capability, and alignment with the role. Due to the nature of our industry, all Sonder employees are required to complete a DBS Check #LI-Onsite.